Customer Service

Shipping & Delivery
eTroxell.com will ship completed orders Monday-Friday. eTroxell.com does not ship on Saturday or Sunday. Most orders ship via UPS Ground service. An automated email with tracking information will be sent to the recipient.
Privacy & Security
The information you provide will be kept confidential and used to support your customer relationship with Troxell. No customer information will be sold or rented. Contact information from the order form is used to send order confirmations and tracking numbers and to contact the customer when necessary on other matters related to the customer's order. Contact information for those customers that are opted-in is used to send promotional materials and information about our company.
Payment
eTroxell.com accepts American Express, MasterCard, and Visa. We do not currently accept international wire transfers, PayPal, or Smart Cards, Visa Check Cards, or payment from your checking account.
Returns & Replacements
Troxell offers a 30-day return policy on most products sold. Fifteen (15) days for defective Products. Returns are potentially subject to restock charges of up to 25%. Manufacturer restrictions apply to certain merchandise and are updated from time to time.

Returns are accepted only when accompanied by a valid RMA (Return Merchandise Authorization) number, which Customer may obtain by providing the following information to Troxell Communications Customer Service:

• Customer name

• Applicable invoice number

• Product serial number

• Details of Customer’s issue with the product.

 Customer has fifteen (15) days to return a Product after the applicable RMA is issued.

 Troxell reserves the right to refuse any unauthorized returns: those that occur fifteen (15) days after issuance of RMA or those involving Products with no valid RMA.

 Return of defective products:  Customer may return most defective Products within fifteen (15) days of invoice date with RMA. Defective items may be repaired or exchanged at our discretion for the same model or manufacturer’s equivalent model.

 Return of Non-Defective Product Returns:  Customer may return most non-defective products within thirty (30) days of invoice date with RMA. Troxell/supplier restocking charge will reduce the value of any such credit or exchange up to twenty-five percent (25%).

 Return of Special Orders: Products that are specially ordered are non-returnable.

 All Products must be returned one hundred percent (100%) complete, including all original boxes, manuals, packing materials, blank warranty cards, and other accessories provided by the manufacturer. Troxell reserves the right to refuse the return of incomplete products.

Refusal/receipt of damaged goods: If a package containing items purchased from Troxell arrives at Customer’s address damaged, Customer should refuse the delivery from the carrier. If Customer does accept delivery of such goods, customer must, first, note the damage on the carrier's delivery record so that shipper may file a claim. Secondly, save the merchandise, the original box and packaging it arrived in. Third, promptly notify Troxell to arrange for carrier’s inspection and pickup of the damaged merchandise. If Customer does not note the damage, save the received merchandise and does not notify Troxell within fifteen (15) days of delivery acceptance, customer will be deemed to have accepted the merchandise as if it had arrived undamaged. In this case, Troxell’s regular return policy applies.

For additional details and replacement order procedure, call 800-352-7912 option 1.

Pricing and Promotions
Pricing - Troxell works to consistently offer low prices on every item in our assortment.  All prices are in U.S. dollars.  Except where otherwise noted, if the  ‘List Price’ is displayed on the site, it represents the full price of the product suggested by the manufacturer /supplier or estimated in accordance with standard industry practices.  The ‘List Price’, if shown, is a comparable estimate and not necessarily reflective of the local market price for an item.  Products may have a price assigned that must adhere to a Supplier’s MAP (Minimum Advertised Price) for an item.  Products placed in the shopping cart will often display a price different, typically lower price than MAP.

Price Matching - Troxell does not match prices.  We do, however, work toward maintaining competitive prices on our assortment.  Also, customers with direct relationships through our sales force may qualify for lower prices.  If you are purchasing for a school or district, please contact our sales force to see if you qualify for special pricing.

 Bulk Pricing - Troxell does offer bulk discounts on certain items.  Items with bulk discounts will display call-outs with the quantifies and discounts.

 Promotions - From time to time, Troxell promotes products on www.etroxell.com with special offers that can be either be the addition of a value item or a limited time lower price.  Promotions are always offered for only a limited time. 

Contract Customers - Promotional prices may be lower than discounts already guaranteed via contracts that we have with our customers.  In any case that this happens, customers will always be eligible for the lower of the promotional price or their contract price.

Viewing Orders
You will receive an order acknowledgement email upon placement of your order. Additionally you may login to your account to view your orders. Once logged in, click on 'My Account' in the upper right, your recent orders will be visible here. For access to all your orders, click 'My Orders' on the left. We will also send you a confirmation shipping email once your order is processed through our warehouse. If you have any specific questions, you can Contact Us and we will be happy to assist you.
Updating Account Information
You may either login, at which point you will automatically be taken to ‘My Account’ or if you are already logged in, simply click ‘My Account’, found at the top of any page. From there, click on ‘Account Information’